What a minute... a what?

Can I share a frustration? I called my health insurance provider the other day—all I wanted was to ask one question. The automated voice calmly said that quality customer service was their number one goal, so please listen to the menu as the numbers had changed. Listening for about 3 minutes to the entire speech, I select 2, an automated voice tells me to please hold for the next available customer service rep. OK, fine...I've been on the line for 10 minutes and 32 seconds when an automated voice tells me all representatives are in a Quality Customer Service training session and not available at this time, please call back later... Click. I was disconnected.

Aaahhh, what a minute... a what? And they did what... Yup, Quality Customer Service at its finest...

Uh-Oh! I think I touched a nerve on the pulse of the consumer—I sent the above to my world’s-best editor, Lola for editing and this is the reply I got back.

Very good!!

I recently went through the same thing with a credit union regarding a home equity line of credit. I simply wanted to know the interest rate, but I couldn’t get past the “push-this-number-if” phase. The whole system forced me to apply for the loan BEFORE I could get any information. I was so pissed by that time I hung up…

Then I called another bank where a real person answered my questions with a “no-problem” attitude. I’d say that’s worth a half-percent more in interest – cuz I felt like they were interested in me, interested in my needs, and interested in seeing that I didn’t walk away from an opportunity for them to sell me something.

There!! I feel better already!

Have a great day in whatever your adventure!
To Success! To Life!

Sharon

p.s. “Boy, oh boy, what commercial Hollywood can do to a great film”—that was my reaction after seeing the “new” version of Peaceful Warrior. Yeah, it's pretty much the same but several minutes with key moments were cut. I suppose they were cut for the rating system, but what a let-down. Hope you all enjoyed it anyway. Personally, I will be looking for the Director's Cut DVD.

What is that sucking sound...

A client recently began our call by sharing her frustration about not having enough time in a day. She went on to list all the things that she HAD to do that day... and a client had just called again... “the third time that day, about nothing”... and... and... and...

Stop!

You CHOOSE your day. So Choose Wisely.

“You chose to talk to her, didn’t you?” She recognized that she did not HAVE TO take the call...that she chose to do it. The realization that this relationship was a choice completely shifted how she felt about her client.

Most of the time our relationships are give and take—sometimes they may get a little lopsided due to a variety of reasons, but over time the deposits in the relationship bank even out the withdrawals. But what about those relationships that overdraw their account without ever making a deposit? They take more than they give—in other words, a lopsided relationship. Lopsided relationships not only consume valuable time, they consume energy and resources that could be better used somewhere else.

We all have a desire to help others, but a lopsided relationship can lay waste to our time and energy and our self-esteem. Some of us may even feel guilty if we don’t help. Unless we are doing charity work, there is no reason to feel the need to help someone who isn’t giving “interest” in return. Only you get to decide what that “interest” is—(e.g., appreciation, gratitude, work). If that “something” doesn’t work for you, stop investing in the lopsided relationship.

The person may whine and complain, so be careful not to be “guilted” into a relationship again—one small “interest” from you and they come running back to suck you dry all over again. Stay firm. You’ll be amazed how much more energy you have in a week, not to mention time for your important and balanced relationships.

You CHOOSE your day. So Choose Wisely.

A printable Action Quote pdf—Choose.pdf

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